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McDonald's · 4 months ago

Global Tech Infrastructure & Operations - SMO Service Desk and ServiceNow Platform, Director

Chicago, IL, US, 60607

Full-time

Onsite

Director/Executive

$168K/yr - $219K/yr

10+ years exp

McDonald's is a leading global omni-channel restaurant brand focused on technology innovation to enhance customer experiences. The Director of Global Tech Infrastructure & Operations will lead the ServiceNow platform and Corporate Service Desk, ensuring efficient operation and collaboration with various stakeholders to meet technology service needs.

Restaurants

H1B Sponsor Likely

Responsibilities

Lead and inspire the Corporate Service Desk and ServiceNow technical team to deliver exceptional results

Identify new opportunities to leverage data, events, tools, and integrations to gain deeper insights into our IT services

Lead development of automation to enable early intervention in emerging issues and auto-healing where possible

Unify the multi-functional needs of McDonald’s Global Technology partners using the ServiceNow platform

Supervise the management of McDonald’s ITSM platform used for corporate service desk, incident, problem, change, etc

Build and maintain strong working relationships with senior leadership and multi-functional partners to understand their technology roadmaps and translate needs into scalable observability capabilities

When vital, assist with service desk incident response efforts to ensure the highest level of customer service

Handle relationships with key technology vendors

Contribute to the development and execution of strategy and operations aligned to Global Technology (GT) and larger McDonald’s organizational objectives

Establish and maintain a governance framework to enable visibility into the management of our platform and provided services

Identify process inefficiencies and recommend improvements aligned with ITIL and maturing enterprise support models

Manage and contribute to the expansion of internal knowledge bases and end-user training documentation

Monitor and analyze performance metrics and KPIs to identify trends and areas for improvement to ensure business outcomes around productivity, customer satisfaction, and quality of our services

Mentor, manage, and motivate, both directly and indirectly, a high-performing team of professionals and set clear priorities to achieve team goals

Qualification

ServiceNow platformITSM standardsTechnical product managementITIL Foundations CertificationVendor managementAnalytical skillsProblem-solving skillsCommunication skillsOrganizational skillsTeam collaboration

Required

10+ years of technical product management or relevant experience with a Bachelor's degree or an equivalent combination of education, training, and work experience

Experience working on technical teams that lead an enterprise SaaS product and/or service desk teams and/or a suite of products

Experience communicating with leadership and setting expectations for enterprise platforms

A solid great teammate with a willingness to learn, engage, and build relationships with both internal colleagues and external partners

Self-starter with the ability to prioritize tasks to meet project/global program requirements

Understanding of ITSM industry standards and norms

Ability to conduct research into issues, evaluate solutions and translate findings into plans

Detail oriented with excellent analytical, technical, and problem-solving skills

Ability to drive operational improvement discussions with managed service providers and internal partners

Confirmed analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, develop project cases, and measure success

Strong in problem-solving, organizational and analytical skills, with the ability to evolve product strategy based on research, data, and industry trends

Preferred

ITIL Foundations Certification preferred

Strong familiarity with key ITIL fields (Incident, Problem, Change) and service management platforms (e.g. ServiceNow)

Proven track record managing service desk operations and personnel working with managed service providers

Demonstrated ability to manage technical products, driving clarity, understanding and discussing technical concepts, managing tradeoffs, and evaluating potential concepts with internal and external partners

Ability to understand business challenges, drive process improvements and translate into solutions

Superb communication, presentation, and social skills with the ability to convey sophisticated ideas in easy-to-understand, business-friendly language

Benefits

Health and welfare benefits

A 401(k) plan

Adoption assistance program

Educational assistance program

Flexible ways of working

Time off policies (including sick leave, parental leave, and vacation/PTO)

Company

McDonald's

Glassdoor3.6

McDonald’s is the world’s leading global foodservice retailer with over 37,000 locations in over 100 countries.

Founded in 1955

Chicago, Illinois, US

10001+ employees

https://corporate.mcdonalds.com/

H1B Sponsorship

McDonald's has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (61)

2024 (77)

2023 (37)

2022 (31)

2021 (60)

2020 (12)